Open to opportunities

Zakia Sabri

@zakiasabri

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Hybrid customer support and project coordination specialist for SaaS, cloud, and Agile delivery.

Morocco

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What I'm looking for

I’m looking for a role where I can combine technical SaaS support with Agile project coordination—owning incident resolution, customer communication, and delivery timelines in a collaborative team that values clear KPIs and continuous improvement.

I’m a hybrid Customer Support and Project Coordination professional based in Morocco, built around SaaS and cloud environments. I manage support tickets, troubleshoot technical issues, and focus on high customer satisfaction.

Across my roles at Accenture and Gekko, I coordinated AWS operations across multiple countries and improved collaboration between technical and business teams. I delivered performance tracking and reporting dashboards, while supporting users on SaaS and cloud platforms.

I’ve led and supported Agile delivery end-to-end—facilitating ceremonies, sprint planning, and backlog management. I also coordinated cloud migration work (Move to Cloud) by aligning cross-functional teams, timelines, and KPI reporting.

On the technical side, I resolved production incidents, managed Kubernetes clusters, and handled database troubleshooting. As a team lead and DevOps Support (L2), I ensured SLA compliance, streamlined incident workflows in Jira, and strengthened service quality.

Experience

Work history, roles, and key accomplishments

Project Management Officer

Accenture

Mar 2023 - Mar 2025 (2 years)

Coordinated AWS operations across multiple countries, improving collaboration between technical and business teams. Delivered performance tracking and reporting dashboards to support operational visibility.

AWS Operations Management Incident Management performance reporting Dashboards Agile Scrum

Agile Project Manager

Accenture

May 2022 - Dec 2022 (7 months)

Led a cloud migration project (“Move to Cloud”) and coordinated cross-functional teams to meet delivery timelines. Managed KPIs and produced ongoing project reporting.

Cloud Migration Project Coordination Agile Scrum KPIs Reporting

Proxy Scrum Master

Accenture

Feb 2022 - May 2022 (3 months)

Facilitated Agile ceremonies and sprint planning to keep delivery aligned with team priorities. Managed the backlog and supported stakeholder communication to maintain momentum.

Scrum Ceremonies Sprint Planning Backlog Management Agile Scrum Delivery Management Facilitation

Technical Support Specialist

Accenture

Feb 2021 - Oct 2021 (8 months)

Resolved technical incidents in production environments and supported users on SaaS and cloud platforms. Managed Kubernetes clusters and performed database troubleshooting to restore service reliability.

Technical Troubleshooting Incident Management SaaS Support AWS IBM Cloud Kubernetes User Support

Project Coordinator

Accenture

Nov 2020 - Mar 2021 (4 months)

Coordinated system and email migration projects, managing planning and execution activities. Led user communication and updates to ensure smooth change adoption.

Project Coordination Migration Management User Communication Change Management Email Migration Coordination

Team Lead Support

Gekko

Jun 2020 - Mar 2021 (9 months)

Led support team operations and managed client communication to ensure consistent service delivery. Ensured SLA compliance and maintained service quality through day-to-day support management.

Team Leadership Customer Support Operations SLA Management Client Communication Incident Management Service quality

DevOps Support (L2)

Gekko

Sep 2019 - Jun 2020 (9 months)

Managed L2 incidents and ticket resolution using Jira in support of cloud and DevOps operations. Supported troubleshooting across cloud infrastructure and DevOps workflows.

DevOps Support Jira Cloud Operations Ticket Resolution Troubleshooting Service Support